A Closer Look At Bank Transfer Day

In light of the decision by many large banks to start charging consumers fees for their debit cards, Kristen Christian created Bank Transfer Day. The movement has a simple message: Move your money from banks to credit unions by today, November 5th.

Credit unions deliver a better experience which has earned them higher levels of loyalty across all five areas we measure. And this data excludes USAA customers, which would have made the credit unions look even better. Only Regions holds its own against credit unions.

The bottom line: If customers don’t like you, then you are always at risk

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.
Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.
My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.
I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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3 thoughts on “A Closer Look At Bank Transfer Day”

Whether it is banking, Wall Street or other corporate brands… executives are ignorant of the effect social media has on traditional word of mouth. My father always chastened that a satisfied customer tells another person… the others tell 10! Now that was 30 years ago and today the ratios are higher.

Most of these “corporate leaders” and the leader title is a bit sarcastic since they are not leaders, are out of touch with social media and filled with hubris. Anyone with a nominal knowledge of the power of social media in the word of mouth cycle could have predicted the blow back on the debit card fees.

Apparently, competition does exist in banking and the community banks understand this.

Consumers are empowered, they know it. Can the banks understand this? Probably or not.

As someone who works in the Financial Services industry (but not for a bank) I find this very humorous. Every time a bank adds new fees I hear of them from my customers and they get so frustrated with the banks. I am glad that where I work, while there are fees, none of them are hidden and we are very upfront about what we have out there for our customers.